What are the best practices for calling?

Subject

Applies to: Admin/Branch Manager, Agent, All users
Purpose: Provide agents  with best practices to reduce spam labeling and improve call performance
Location in Ricochet: N/A

Description

This article explains poor calling patterns that increase spam risk and outlines best practices to avoid carrier flags.

Resolution

When poor calling patterns occur, carriers are much more likely to label numbers as spam. Once a number becomes flagged, it is removed from rotation, which increases the calling load on the remaining low-risk numbers. Over time, this creates additional strain, requiring more numbers to support the same call volume — and the cycle continues as more numbers become flagged.

Practices that are not recommended (and may increase spam risk):

• Double or triple dialing the same lead

• Manually dialing leads that have not yet been contacted

• A high volume of very short-duration calls (especially under ~13 seconds)

• Disconnecting before reaching voicemail or leaving no voicemail on new leads

These patterns are heavily monitored by carriers, and when detected repeatedly, they may begin flagging not only individual numbers, but larger portions of the agency’s call traffic.

Best practices to reduce spam labeling and improve call performance:

• Avoid double or triple dialing

• Limit manual dialing to specific tasks, such as callbacks or dropped-call follow-ups

• Avoid very short calls; aim to keep calls active for longer than a few seconds. Extremely short calls (e.g., 13 seconds) are often associated with robocalls.

• Leave voicemails whenever appropriate, especially for new leads. This helps show carriers that the calls are coming from a real person and not a scammer or robocaller.

• Use a wired internet connection when possible to improve call stability and reduce packet loss, which can contribute to spam classification

• Ensure accurate call dispositioning — answered or transferred calls should not be marked as “No Contact”. Regular audits or agent training may help improve consistency and reporting accuracy

Following these practices will help improve contact rates, maintain call quality, and significantly reduce the likelihood of your numbers being flagged by carriers.